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My understanding is you log in as your department and the phone will ring to you when someone selects your department and will go to the operator if said department doesn’t pick up. The front side of our phones are already set up as of months ago when they got rid of the operator option when calling in. Right now if they select any department except electronics it just rings normally but will work for every department when it is updated. I agree expecting softlines to be the sole department to answer even the zebras is unfair. I always make sure there are a ton of people logged in